Overview

Capture product feedback while helping customers in the Featurebase Support Inbox. From a conversation's Requests section, you can link a customer need to an existing Request or create a new one.

Autopilot can detect customer needs for you. Your team can also capture feedback manually, without asking the customer to submit it again on the Feedback Portal.

Review detected customer needs

Enable AI Autopilot for Requests to detect customer needs in Support conversations.

1. Open a conversation in the Inbox

2. Expand Requests in the details sidebar

3. Open a detected need to review its context and suggested match

Review Support needs here; they do not appear in Triage. Items already connected to work appear under Linked.

Choose the action that fits the need:

• 'Link' - Accept a suggested existing Request. Nothing new is created

• 'Featurebase request' - Create a Request from the need. Review the drafted title, content, and category before saving

• 'Ignore' - In the more-actions menu, dismiss a need that should not become tracked work

When a suggested match is wrong, use 'Link to something else…' to choose another Request, or 'New Featurebase request' to create one. Both are in the more-actions menu.

Connected development tools can add tracker-specific choices to the same section.

Capture feedback manually

You can create or link Requests from the Requests section even when there is no useful AI suggestion. Hover over the header icons to see their actions.

Link an existing Request

1. Click the link icon labeled 'Link a request or tracker issue that already exists'

2. Search for the relevant Request

3. Select it and complete the linking flow

Create a Request

1. Click 'Create a new Featurebase request and link it to this conversation'

2. Write a clear title and description of the customer's need

3. Choose the category and review the Request's visibility

4. Create the Request

The conversation stays connected to the work you selected or created. A Request created from a conversation stays internal until your team publishes it from the Request's visibility control, unless you choose a public visibility in the composer.

Keep the conversation as evidence

Open the linked Request to review:

• Insights - The source conversation and other evidence behind the need

• Requesters - The people associated with the Request

Use Request status updates to notify interested customers. Follow up in the linked conversation when a personal reply is needed.

FAQs